What to do when you have a complaint – Our customer complaint handling process

We take your complaint seriously

At ivari, we strive to create better futures for our stakeholders through living our core values of respect, quality, transparency and trust. If you, our valued customer, feel that an issue or concern has been handled poorly or miscommunicated, we are committed to dealing with you professionally, openly and courteously.

Our process for handling and resolving complaints

Our formal complaint handling process is designed to address the proper handling of any complaint about a product or service from ivari.

Here is how it works:

Step 1 – Your advisor

To express your dissatisfaction with a service or product, contact the advisor whose name appears on your statements and notices.

To express your dissatisfaction with the services provided by an advisor, you may contact the branch manager of the agency listed on your statements and notices.

Step 2 – ivari Customer Service Department

If you are unable to obtain a satisfactory response after completing Step 1, contact our Customer Service Department.

Please note that any information you send to ivari via email is sent via an unsecured email link. Due to the nature of the Internet, there is a possibility that unsecured (unencrypted) email could be intercepted and read by third parties. ivari assumes no responsibility for interception of confidential information that you send in an unsecured (unencrypted) email message. If you have a question or issues which involve personal or financial information please contact us via mail or fax.

Step 3 – OmbudService for Life & Health Insurance (OLHI) for all provinces and Autorité des marchés financiers for Québec

If you remain dissatisfied with the outcome of the investigation and wish to pursue your complaint further, there is an external recourse service available to you. The OmbudService for Life & Health Insurance (OLHI) assists consumers with concerns and complaints about life and health insurance products and services. Please note that when requesting a review, you must provide a copy of all correspondence sent and received in scope of the previous steps. All such information exchanged during the course of the mediation process will remain strictly confidential.

If you are from Québec, you may also refer your complaint to the Autorité des marchés financiers (AMF). See addresses below in the blue box.

Other external regulatory contact

The Financial Consumer Agency of Canada (FCAC) supervises all federally regulated financial institutions to ensure that they comply with federal consumer protection provisions. It also educates consumers and monitors industry codes of conduct and public commitments designed to protect consumer interest.

Financial institutions are required to provide consumers with information about their complaint handling procedures.